Customer Communications Centre of Excellence Lead | S4 | Customer Team | Multiple Locations | Internal Mobility in Milton Keynes

Country: United Kingdom

IT STARTS HERE

Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible. This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.

Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers, improve efficiency and drive value creation.

THE DIFFERENCE YOU MAKE

The RBB Customer Team is looking for a Customer Communications Centre of Excellence Lead based out of any Santander Primary sites. This is an opportunity to lead and shape the Centre of Excellence for Customer Communications, setting the standards for how we communicate with millions of customers. You’ll lead a talented team and work across the organisation to strengthen customer outcomes, raise standards and make a measurable difference to the communications our customers rely on.

We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:

• Lead the Customer Communications Centre of Excellence, setting direction, developing a high-performing team and championing a customer-first culture.
• Own and evolve the Customer Communications strategy, standards and control framework.
• Provide effective oversight and challenge, ensuring excellent customer outcomes, regulatory compliance and data management.
• Use data and insight to measure success, identify emerging risks and drive continuous improvement.
• Influence senior stakeholders and governance forums to strengthen accountability, resolve issues and deliver better customer and business outcomes.

WHAT YOU’LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We’re enabling teams to go beyond by valuing who they are and empowering what they bring. The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Professional Experience:

• Leadership experience within a complex, regulated environment, including leading and developing high-performing teams (Required)
• Proven experience of applying governance, risk, controls or assurance expertise to translate strategic and regulatory requirements into effective business practices (Required)
• Proven ability to influence and constructively challenge senior stakeholders to drive outcomes (Required)
• Proven track record of identifying customer needs and translating insight into measurable improvements in customer outcomes and business value (Required)

Education:

• Relevant professional experience and/or qualifications appropriate to a leadership role (Required)
• Relevant professional or degree-level qualification (Preferred)

Hard Skills:

• Risk, Controls & Assurance: Expert in designing and overseeing effective control frameworks, identifying weaknesses and driving remediation (Required)
• Regulatory Expertise: Skilled in interpreting regulatory requirements and translating them into effective customer communication standards and practices (Required)
• Data Management & Quality: Solid understanding of data standards and controls, ensuring appropriate, accurate and traceable use of customer data (Required)
• Insight & Performance: Skilled in using data and customer insight to measure effectiveness, inform decisions and drive measurable improvement (Required)

Soft Skills:

• Strategic Leadership: Sets clear direction, exercises sound judgement and takes accountability for outcomes (Required)
• Influence & Communication: Communicates with impact, influencing and constructively challenging stakeholders at all levels (Required)
• People Leadership & Collaboration: Builds high-performing teams, develops others and works effectively across organisational boundaries (Required)
• Customer Focus: Brings the customer perspective into decision-making and challenges the organisation to deliver better, measurable outcomes (Required)

WE VALUE YOUR IMPACT

At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return. Here, recognition goes beyond pay. It’s about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive — personally and professionally.

Salary Range: £68,662.00 - £102,994.00 per annum (depending on experience)

This salary range represents the expected remuneration for the role. Annual salary is based on a standard 35-hour working week. Actual salary offered will depend on skills, experience, qualifications and location.

Competitive rewards that reflect the real impact you make and the value you bring.

Wellbeing that goes beyond work — we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.

Support for every life stage — from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.

Time to give back through volunteering opportunities that let you make a difference in the communities we serve.

Global growth opportunities to shape your career, learn new skills and explore what’s possible across our international network.

Ready to be recognised? It starts with you.

LOCAL COMPLIANCE

At Santander, we’re proud to be an inclusive organisation that provides equal opportunities for everyone — regardless of age, gender, disability, civil status, race, religion or sexual orientation. We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates. We want our people to thrive — at work and at home — while delivering the best outcomes for our customers and supporting each other to grow.

To make this possible, our roles are site-based with a hybrid working pattern, where colleagues are expected to attend the office at least 12 days per month (pro-rata for part-time roles). When applying, please consider the travel distance, time and cost to your chosen office locations.

WHAT TO DO NEXT

If this sounds like a role you are interested in, then please apply. For further Guidance please visit Internal Mobility - Candidate Guidance. If you want to know more about the opportunity: Please contact Jaz Mall – Jaz.Mall@santander.co.uk